Senior Customer Experience Specialist

1 day ago

Brisbane, Queensland, Australia beBeeExcellence Full time $76,515 - $78,000
Customer Service Excellence Role

Our organisation seeks an accomplished Customer Service Manager to lead and elevate the customer service operations. This pivotal leadership role is designed for a hands-on manager who thrives in a technical environment.

The successful candidate will oversee the entire customer journey, ensuring every interaction reinforces our reputation for excellence and expertise.

  • Team Leadership & Development:
    • Lead, mentor, and motivate a team of customer service specialists, fostering a culture of high performance and continuous improvement.
    • Manage the full employee lifecycle, including recruitment, onboarding, training, performance reviews, and professional development plans.
    • Provide daily direction, constructive feedback, and coaching to ensure your team handles complex technical inquiries and provides accurate expert advice.
  • Customer Service Strategy & Process Improvement:
    • Develop, implement, and regularly review customer service policies, programs, and procedures to enhance the entire customer experience.
    • Analyse key performance metrics to drive operational efficiency within the customer service centre, implementing solutions to improve call handling times, first-contact resolution, and overall service quality.
    • Liaise closely with the technical, sales, and warehouse teams to streamline workflows, resolve escalated issues, and ensure a unified response to customer expectations.
  • Technical Customer Relations & After-Sales Support:
    • Plan and implement robust after-sales service initiatives to proactively follow up on customer satisfaction, ensure supplied parts performance, and gather vital feedback.
    • Act as a key point of contact for escalated customer issues, utilising problem-solving skills and technical understanding to achieve satisfactory resolutions and maintain strong relationships.
    • Collaborate with service agents and organisational units to identify trends in customer feedback, modifying and improving service offerings to better serve the market.

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